Service Desk Analyst

Job Description

Primary Purpose of Position:

Support the computing needs of all desktop and laptop users, including installation, upgrades, problem resolution and repair.


Essential Functions:

End User Support

• Install and support the use of peripherals and computer software including, but not limited to, Microsoft Office, Adobe and other applications.
• Respond to requests for assistance in person or via remote support tools and escalate problems and requests as appropriate.
• Diagnose hardware problems and perform and/or coordinate the repair of hardware.
• Install new laptops, desktops, printers, personal device assistants and other peripherals.
• Support the use of operating systems and software applications including, but not limited to, Windows 11, Microsoft 365, Adobe Creative Cloud suite and other applications.
• Maintain and enforce software policies and standards.
• Interact with the Application Development, Information Security, and Network Services teams to resolve issues with network-based services.
• Interact with Physical Security team to resolve issues regarding Building Management Systems (BMS), Facilities systems, and Access Control systems.
• Setup and maintain user accounts in Active Directory and Entra ID.
• Support the use of Windows Group Policies and Active Directory Organization Units (OUs), as well as Intune Configuration Profiles.
• Maintain and enforce security policies and directory standards.
• Maintain the inventory of hardware and software.
• Manage and maintain standard computer images and installations.
• Support the use of audio-visual equipment in conference rooms.

Operations Support

• Manage printer maintenance and toner service.

Internal Operations

• Conduct one-on-one instruction.
• Maintain documentation in accordance with policies and control requirements.
• Conduct research on new technologies or products.
• Recommend purchases based on an assessment of user requirements.

General

• Special projects and other duties as assigned.

Requirements and Qualifications:

• A high school diploma or equivalent educational certification required. A BA/BS preferred.
• A minimum of 1 year service desk support experience in a Microsoft environment.
• Excellent working knowledge of Windows 11 and the suite of Microsoft Office products.
• Possess working knowledge of remote control support applications, such as Microsoft System Center and Configuration Manager (SCCM), Microsoft Teams screen-share and Remote Desktop Protocol (RDP).
• Understand basic networking concepts and the operation of switches, routers and hubs.
• Proven ability to provide telephone-based and in-person support for troubleshooting and resolving technical issues.
• Excellent verbal and written communications skills.
• Proven ability to interact with all levels of employees.
• Ability to demonstrate multi-task management skills.
• Demonstrated commitment to and proficiency in customer service culture.
• Exhibits and champions excellence in work habits and a willingness to embrace change.
• Demonstrated ability to work proactively, independently, and as part of a team is essential.
• Be detail-oriented and methodical in solving problems and managing multiple projects.
• Possess an aptitude toward learning technical concepts.
• Be results-oriented and a quick learner in supporting new products and technologies.
• Be able to travel and to work flexible schedules outside normal business hours when required.

Physical Requirements:

• Involves work of a general office nature usually performed sitting such as answering the phone and operation of a computer.
• Involves work of a general office nature usually performed standing such as operation of a photocopier and a fax machine.
• Involves work of a general nature related to computer repair.
• Involves movement between departments and sometimes office building floors to facilitate work.
• Involves lifting of computers & monitors up to 50 pounds.

Internal and External Contacts:

• This position regularly interacts in both verbal and written form with employees, vendors and contractors of BXP in supporting an inventory of over 700 desktops and laptops. This position may interface with external vendors.

Reporting Structure:

• This position reports directly to the Director, Regional IT Services who provides supervision and guidance, mentoring and coaching, and is also responsible for coordinating, evaluating, and monitoring this role's work performance on a periodic basis.

Salary Range:

$75,900 - $106,425. BXP offers a competitive total rewards package including base salary and annual discretionary bonus. The range represents expected base salary; compensation will be determined based on role, skills, experience, qualifications, location, and other job-related factors. Our comprehensive benefits include medical and dental coverage, a retirement savings plan with competitive company match, backup childcare, educational assistance, employee support programs, a generous commuter transit subsidy and more.

BXP is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.